Jake Burgess
Jake is the words and grammar guy. Before putting pen to paper, Jake likes to walk a few miles in his audience’s shoes: he has now amassed an extensive collection including flip flops, soccer cleats, and stilettos.
Customer Experience
The Importance of Omnichannel Customer Experience for Your Brand
An omnichannel customer experience that is consistent at every level has been shown to lead to ...
Jake Burgess
December 21, 2024 | 6 MIN READ
Customer Experience
Workplace Stress: Signs You Need to Step Back (And How to Do It)
The typical image of stress is someone working at 100 mph — putting out fires, fulfilling obs...
Jake Burgess
May 31, 2023 | 6 MIN READ
Customer Experience
Can We Measure the ROI of Improved Customer Experience?
As many as half of CX leaders are not properly able to quantify the impact of customer experien...
Jake Burgess
August 10, 2023 | 6 MIN READ
Customer Experience
Feedforward, Not Feedback
There’s a new buzzword making the rounds within business development circles: feedforward. I...
Jake Burgess
May 26, 2023 | 6 MIN READ
Customer Experience
How Can Financial Services Firms Better Protect Employee Mental Health?
The finance sector is renowned for its brutal hours, challenging lifestyle, and the enormous co...
Jake Burgess
June 5, 2023 | 6 MIN READ
Customer Experience
How Customer-Led Product Improvement Can Supercharge Your Business
It’s common for business owners to feel like they need to have all the answers. They alone be...
Jake Burgess
June 24, 2021 | 6 MIN READ
Customer Experience
Balancing the Conversation for EX: How to Speak to Employees in “The New Normal”
Over the past 15 months, employees have lived with anxiety, stress, and even fear. Many have ha...
Jake Burgess
May 25, 2021 | 6 MIN READ
Customer Experience
Balancing the Conversation for CX: How to Speak to Customers in “The New Normal”
There was a period over the past year where companies weren’t sure if they should market and ...
Jake Burgess
November 25, 2024 | 6 MIN READ
Customer Experience
5 Customer Experience Lessons We Can Take From 2020
It’s easy to think that the average consumer has radically changed over the past 12 months. B...
Jake Burgess
December 2, 2022 | 6 MIN READ
Customer Experience
What ‘Having Empathy’ Looks Like for the Companies Doing it Right
“Empathy is being concerned about the human being, not just their output.” - Simon Sinek
...
Jake Burgess
June 8, 2023 | 6 MIN READ
